Sonos can't connect to my mac for music library on iTunes

  • 31 August 2014
  • 68 replies
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68 replies

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Technology which makes our life better is good. If it sucks up out time and adds nothing, then it ceases to have value.
There are a number of other products out there. This one does not seem ready for prime time.
Userlevel 7
Badge +21
Give up, there's the spirit!
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Yes, have been engaged in this for around 6 hours.
may call help desk tomorrow, or may just wrap up product and throw out. Really do not have time to play around with this.
Userlevel 5
Badge +11
Having same issue, have changed to El Capitan operating system, have deleted, upgraded, added, till im blue in the face.
This is the most frustrating thing I have ever faced in the IT world. I cannot believe that some thing which is so basic to the underlying value propostion of the product could be so difficult. I still cannot get it to work.
I do not have enough time in the day to deal with this.
You should not have a beta product for prime time distribution.


Have you read the preceding posts in this thread?
Userlevel 7
Badge +21
Having same issue, have changed to El Capitan operating system, have deleted, upgraded, added, till im blue in the face.
This is the most frustrating thing I have ever faced in the IT world. I cannot believe that some thing which is so basic to the underlying value proposition of the product could be so difficult. I still cannot get it to work.
I do not have enough time in the day to deal with this.
You should not have a beta product for prime time distribution.


I'm not a Mac user so can't be specifically helpful. But it would help if you would explain exactly what issue you are having - Any error messages? Missing menu options? You can connect music folder but it won't play.

You can be certain the currently released software is most assuredly NOT "Beta" and there is not a widespread problem with people not being able to connect to their Mac Itunes libraries - it is to be expected that those who do have issues will post in this forum and those who don't have a problem don't post.
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Having same issue, have changed to El Capitan operating system, have deleted, upgraded, added, till im blue in the face.
This is the most frustrating thing I have ever faced in the IT world. I cannot believe that some thing which is so basic to the underlying value propostion of the product could be so difficult. I still cannot get it to work.
I do not have enough time in the day to deal with this.
You should not have a beta product for prime time distribution.
Userlevel 3
Badge +2
i have tried to phone the customer service number, that was given on your email , only to be told that plant is on holiday.
i still have no awnsers to why the sonos will not play my itunes music, but looking on your web site it seams that a lot of people have the same problem.
it will not connect to my iphone and wants to reset, ?.


What country are you based in? Our European lines are open as we speak. Please try again.
i have tried to phone the customer service number, that was given on your email , only to be told that plant is on holiday.
i still have no awnsers to why the sonos will not play my itunes music, but looking on your web site it seams that a lot of people have the same problem.
it will not connect to my iphone and wants to reset, ?.
Userlevel 7
Badge +26
Additional step that I also took was to rename my computer from Bruce Smith's iMac to Bsmithimac. Then added my music library onto Sonos after deleting what was currently on it. This might have triggered the sharing to work, also.?

Sharing can run into difficulties with computer names longer than 15 characters, or containing special characters. This doesn't happen all the time, but it can cause trouble. Just a note for others, after you rename your computer you have to restart it before the name change takes affect.

Glad you're all set Bruce.
Additional step that I also took was to rename my computer from Bruce Smith's iMac to Bsmithimac. Then added my music library onto Sonos after deleting what was currently on it. This might have triggered the sharing to work, also.?
Today I encountered the problem of not being able to access my music library with the Sonos system software.
A tip in the FAQ's gave me the answer and it works fine now.
Follow the directions on how to set your Firewall to accept Sonos.
On my MAC I opened System Preferences.
Click the lock and enter password for computer to change settings.
Click Security> Firewall> turn on Firewall if it is not
Click Firewall Options > click +below list
A dropdown will show you the Applications on your computer
Click on Sonos>ADD
Click OK and you should be good to go.(I hope) this is my first time setting up a Sonos product.
Other posts say to change the name of your computer in Preferences/Sharing but they don't mention that the name must be less than 15 characters and that you must then reboot.
I ad problems with "\\MyComputer not responding" errors. Traced problem to a difference between the computer name in Preferences\Sharing with the NetBIOSname in Preferences\Network\WINS as explained in [url=https://sonos.custhelp.com/app/answers/detail/a_id/2414/]Manually sharing music on OS X[\url] which pointed to [url=https://sonos.custhelp.com/app/answers/detail/a_id/2413]Mac OS X Music Sharing Help[\url].

Solution:
1.) In Preferences/Sharing, change computer name to something less than 15 characters
2.) Reboot which will change the NetBIOSname to match the Sharing name.
3.) In Sonos, go to menu Manage/Music Library Settings.../
4.) Select Music, then click on the - (minus) sign at the bottom of the dialog box
5.) Click on the + sign and add your Music folder.

Wait while Sonos indexes your iTunes Music Library and then it works like a charm.
I am no longer getting the error message but Sonos can't seem to locate my music even when I do it manually and find the required folder.

It is the standard Itunes folder.
Hi,

Thanks for your response.

I have submitted a diagnostic and this is copied from the response.

Your confirmation number is: 5254115.

Kind Regards

Darren
Userlevel 7
Badge +26
Hi Darren,

Happy to take a closer look. Do you mind submiting a diagnostic from your Sonos system and replying back with your confirmation number?
I have used Sonos for a year a suddenly I cannot access my Music folders.

I have an IMac and haven't had any issues previously.
I have attached the error message.

I have also made sure that my preferences allow sharing.

Any help would be appreciated.
Userlevel 6
Badge +3
Hi Max,
So, it does work with a direct ethernet connection. We tried to disconnect the hardline and resume with the wireless, and immediately the library didn't recognize any of the music on the computer. We tested this several times, and it held true. We ran a diagnostic with the hard wire working option for reference. It is Confirmation #5195867. Any guidance on this issue is greatly appreciated.
Thanks,
Jen DM

Hi Jen, the best would be to contact our customer care team by phone. A Sonos agent will be able to test your network and ping your devices. It's possible your home network isn't able to stream music wirelessly due to WiFi interference or the Mac is too far away from the router. You can find our contact information here.
Hi Max,
So, it does work with a direct ethernet connection. We tried to disconnect the hardline and resume with the wireless, and immediately the library didn't recognize any of the music on the computer. We tested this several times, and it held true. We ran a diagnostic with the hard wire working option for reference. It is Confirmation #5195867. Any guidance on this issue is greatly appreciated.

Thanks,
Jen DM
Userlevel 6
Badge +3
Hello,
I'm having the same issue as many folks above using a Mac with Yosemite 10.10.5; I have done all the steps outlined to no avail. I checked my internet sharing settings, removed and added the library again and still get error code (1002) when I try to play a track from my music library (directly from the desk top controller). I did as requested above and submitted a diagnostic. The Confirmation code is 5162344. Any assistance is greatly appreciated, as this is very frustrating.
Thank you.

Hi JenDM, welcome to the community. I have reviewed your diagnostic and didn't see any WiFi interference errors. Is your Mac wired to the router or wirelessly connect to the network? If wireless can you for test wire the Mac to the network via Ethernet and test. Let us know how it goes. Also, submit a new diagnostic.
Hello,
I'm having the same issue as many folks above using a Mac with Yosemite 10.10.5; I have done all the steps outlined to no avail. I checked my internet sharing settings, removed and added the library again and still get error code (1002) when I try to play a track from my music library (directly from the desk top controller). I did as requested above and submitted a diagnostic. The Confirmation code is 5162344. Any assistance is greatly appreciated, as this is very frustrating.
Thank you.
Hi,

I'm having problem with my Sonos on my mac. Before i updated to the Latest Sonos software, i was able to access my entire itunes playlist from the Sonos controller on Mac book pro and iphone. Since the update, when i go to "Update Music Library" or even "Music Library Settings" it does not let me click onto it. I've reset the wifi and Sonos, ive also deleted the current shared files i used for my music but now it will not let me add it back on. I have alot of music which now i don't have access to now. Here is my diagnostics number 4996569.

Someone please help?
Hi there,
Can you please help with this problem. I have a iMac with OS X Yosemite 10.10.5
When I play music through my library the songs freeze and I get a message telling me Sonas can't connect to my library or play that particular song.
There is nothing wrong with my wifi or the library songs as I can play them all on iTunes ok.
Can you please help as I need it to work not just for listening but music practice as well for backing tracks.
Many thanks in advance,
E
hi i had same issue on Yosemite, what i have done is enabled sharing of itunes folder by clicking right button on mouse, open get info, general options enable sharing. worked straight away.
Userlevel 7
Badge +22
I had the same issue with not being able to connect to my iTunes library on my Mac (10.10.4) after the latest controller update, so i tried removing the library and readding and now each time i add it, it goes through the process of adding / syncing and then it never shows up in the music library window.
Renaming my computer isn't really an option given other dependency related to that. Any help greatly appreciated.

Good idea Steve. A lot of good uses at home for an NAS.
I had the same issue with not being able to connect to my iTunes library on my Mac (10.10.4) after the latest controller update, so i tried removing the library and readding and now each time i add it, it goes through the process of adding / syncing and then it never shows up in the music library window.
Renaming my computer isn't really an option given other dependency related to that. Any help greatly appreciated.

I've actually given in and purchased an NAS and I'm in the process of moving my library there. Thanks for the quick get back though.